Download and installation troubleshooting for Games for Windows content

Use this page to help troubleshoot problems downloading Games for Windows LIVE content.

Note As part of the Xbox 360 system update, Microsoft Points have been retired, and the Xbox.com PC marketplace is closed as of 25 August 2013. Although you will not be able to purchase new games, you can continue to enjoy previously purchased content by downloading that content through the Games for Windows LIVE client software as usual.

Troubleshoot connectivity issues

You may be experiencing a connection error when you try to download Games for Windows Live content. Try following the steps at Troubleshoot Games for Windows Live connection problems.

Turn on the Background Intelligent Transfer Service

The Background Intelligent Transfer Service (BITS) may be disabled, or you may not have permissions under your user profile to use the service.

Follow these steps to resolve the issue:

  1. Log on to your computer as an administrator.
  2. Click Start. Type services in the Search programs and files box, and then click the Services icon when it appears.
  3. When the Services window opens, right-click Background Intelligent Transfer Service under Services (Local).
  4. Select Properties.
  5. On the General tab, set the Startup type to "Automatic".
  6. If the service is not running, click Start to start the service.
  7. Click OK to close the Properties dialog box.

If the error still occurs, you may have to determine whether the BITS services are configured correctly. To do this, follow these steps:

  1. Click Start. Type services in the Search programs and files box, and then click the Services icon when it appears.
  2. When the Services window opens, right-click Background Intelligent Transfer Service under Services (Local).
  3. Click the Log on tab.
  4. Under Log on as, select the Local System account check box.
  5. In the Hardware profiles window, examine all listed profiles to make sure that they are set to Enabled. If any profile is set to Disabled, select the profile, and then click Enable.

Download and installation issues

Error: Download failed

If you get this error message, try the following steps:

  1. Click Cancel to cancel the download.
  2. Start Games for Windows Marketplace.
  3. Click Downloads from the top menu bar.
  4. Try to download the item again.
  5. If the download fails, try downloading the item another time.

Note If the download doesn’t progress after several minutes, close and restart Games for Windows Marketplace, but don’t cancel the download. If the problem persists, try downloading something else from Games for Windows Marketplace. If you can successfully download other content, please contact the game publisher for further help.

Error: Not enough disk space

If you get this error message, try the following steps:

  1. Click the Windows Start button, and then click Computer.
  2. If you are low on disk space, free up some space on your hard drive and try the installation again.

Note Windows requires hard disk space for virtual memory. If your hard disk is nearly full, you will need to free up space before attempting further downloads.

Error: Error Retrieving Your Purchase History

This message means there is a problem with your Windows clock. Use the following steps to synchronise your system clock (Windows 7 or Windows Vista):

  1. Click the Windows Start button, and then click Control Panel.
  2. Click Clock, Language and Region.
  3. Click Date and Time.
  4. Click the Internet Time tab, and then click Change settings. If you are prompted for an administrator password, enter the password.
  5. Note If your computer is joined to a domain, you can’t synchronise your clock with an Internet time server.

  6. Select Synchronise with an Internet time server, select a time server, and then click OK.

If you are using Windows XP, see How to synchronise the time on Windows XP.

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